Mindset & Behaviour Flashcards
1
Q
What does the characteristic Process entail?
A
Act as a role model in applying standards
- Focus on customers and operate from end-to-end perspective
- Continuously focus on reducing waste
2
Q
What does the characteristic Problem solving entail?
A
Get personally involved in problem solving
- spend time on the work floor and assist people in departments
- when solving problems, ensure that you drill down to their root causes
- focus on simple, creative solutions that require little investment
3
Q
What are the 6 characteristics of good customer excellence leadership?
A
- Process
- Problem solving
- Performance
- Purpose
- Partnering
- People
4
Q
How to influence mindset and behaviour?
A
- Input: What we say we would like to see happen
- Attitude & mindset: What people think it means and how they respond
- Behaviour & action: what people do at their desks
- Performance: The outcomes of individual and group actions
